IT Telecoms Analyst | Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust

Wrightington, Wigan & Leigh NHS Foundation Trust; Leigh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent healthcare organization in Leigh seeks an IT Support Specialist to provide first and second line support for telecom-related issues, triage incidents, and assist users with technical specifications. Candidates must be able to drive and work effectively in a team environment. Join us in delivering quality care and support to our dedicated staff and patients.

Qualifications

• Must be able to drive and have access to a vehicle.
• Experience in providing technical support in telecoms.
• Proven ability to triage calls and provide resolutions.

Responsibilities

• Provide first and second line support for telecoms-related issues.
• Triage calls and assist users with technical specifications.
• Ensure incidents are logged accurately and escalated as necessary.

Skills

Technical support

Communication skills

Problem-solving

Teamwork

Job description

Overview

Working within the Service Delivery Team, the post holder will be responsible for either first line or second line resolution of incidents logged with the Service Desk by computer users throughout the Trust for Telecoms related issues. The post holder will be expected to triage all incidents and use his / her own skills to provide a resolution or temporary work around. Where a resolution cannot be provided and additional problem solving is required, the call will be assigned to a suitable analyst or team. To perform assessments of requests for additional work, to ensure that all technical information necessary is gathered to enable a speedy completion of the job. Responsible for advising Trust staff with technical specifications of IT equipment for purchasing purposes and update the Self Services pages where appropriate. Assist with any ongoing projects within the IT Services department. The post holder will be required to travel to other hospital sites or offices therefore travel is an essential part of this role. To undertake this post, you must be able to drive and have access to a vehicle. Should you not meet this requirement due to a disability, you are of course able to apply and a discussion regarding whether reasonable adjustments could be made to the role would take place before any offer is confirmed.

Responsibilities

• Staff will be providing first line support, by triaging calls coming into the Telecoms Team and providing telephone or remote support.
• Provide second line support, which includes attending all WWL Trust Sites, that we support which includes our main sites of Leigh, RAEI, Wrightington, Buckingham Row, but this list is not exhaustive.
• Assess requests for additional work, gathering appropriate technical information before logging, to ensure the work can be completed with the minimum interruption to the user.
• Assist with planned Service Requests
• Provide technical assistance to other members of the IT Services Department as and when required.
• Actively check for new updates, possible solutions to faults and general information on the internet with regards to anti-virus, software and hardware.
• To become fully conversant with the IT Services Department Service Charter. To become fully conversant with the computerised Call Logging system and ensure that the documentation database is maintained in accordance with the defined quality standards
• Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Telecoms Manager.
• Produce reports and statistics from the Call Logging System, if required.
• Ensure data quality of IM&T Service Desk.
• Ensure all Incident / Service Request journals and resolution details are recorded effectively with an accurate account of events, and in a timely manner in-line with Service Level Agreements.
• To be the technical contact for suppliers responding to calls and to ensure that supplier response times are met. If deadline is missed then invoke the correct escalation procedure.
• Participate in hardware and software developments, networking upgrades and changes and ongoing projects within the IT Services Department.
• Excellent communication and team working skills with colleagues is essential. Also be able to work on own initiative as necessary.
• Communicate effectively, building good working relationships with users, departmental managers and external suppliers.
• To ensure any calls which cannot be resolved immediately, are escalated to the Telecoms Manager.
• To ensure any calls not directly resolved by the Telecoms Team are escalated to the relevant IM&T Department staff, Trust business division or external supplier, within timescales identified by the Service Charter / Trust business division.

About WWL

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.

· People at the Heart
· Listen and Involve
· Kind and Respectful
· ONE Team

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.

At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information available by contacting [e-mail] where you can also ask about how to access vaccinations.

Additional information

This advert closes on Friday 10 Oct 2025